Sales Trainer & Quality Supervisor – Healthcare Center

Title: Sales Trainer Cum Supervisor – Healthcare Center

Location: Delhi

Experience:

• Minimum 3 years of experience in: Sales Training, Call Center Training, Team Supervision, Quality Assurance (QA).
• Healthcare, wellness, pharmaceutical, or clinic experience will be preferred.

About the Role:

Sales Trainer cum Supervisor to lead the training, quality assurance, and performance management of our Patient Care Center team. The role involves training and supervising Patient Care Executives, Dietitians, Front Desk Executives, and Counselors to enhance patient engagement, appointment conversions, service quality, and patient satisfaction across our specialized healthcare services.

Key Responsibilities:

Training & Development:

• Design and develop training materials, presentations, FAQs, call scripts, objection-handling guides, and SOPs related to clinic services.
• Conduct induction training and ongoing refresher training programs for patient-facing teams.
• Organize role-plays, mock calls, and communication workshops to improve patient interaction skills.
• Train staff on ethical healthcare communication, patient counseling, and package presentation techniques.

Quality Assurance & Supervision:

• Monitor inbound and outbound patient interactions to ensure quality standards are maintained.
• Evaluate call recordings and patient conversations, providing regular coaching and constructive feedback.
• Supervise daily activities of Patient Care Executives, Dietitians, Counselors, and Front Desk staff.
• Ensure adherence to clinic protocols, confidentiality standards, and service guidelines.

Performance Management:

• Track and analyze key performance indicators (KPIs) including:
• Call Quality Scores
• Appointment Booking Rates
• Conversion Ratios
• Objection Resolution Rates
• Patient Satisfaction Metrics
• Identify performance gaps and implement improvement plans.
• Submit weekly and monthly performance reports to management.

Therapeutic Areas Covered:

• The trainer will be responsible for developing staff knowledge and communication skills related to:
• Diabetes Management
• Gastro Disorders (Acidity, Piles, Digestive Issues)
• Women's Health (PCOD, UTI, Menstrual Disorders)
• Sexual & Reproductive Health
• Infertility Treatment
• Skin & Hair Care
• Joint and Musculoskeletal Problems

Required Qualifications:

• Bachelor's Degree in Science (B.Sc. preferred).
• Educational background in Biology, Chemistry, Pharmacy, Life Sciences, or related fields.
• Minimum 3 years of experience in:
• Sales Training
• Call Center Training
• Quality Assurance (QA)
• Team Supervision
• Healthcare, wellness, pharmaceutical, or clinic experience will be preferred.

Essential Skills:

• Strong training and coaching abilities.
• Expertise in creating training content, presentations, FAQs, and process documentation.
• Proficiency in MS Office (PowerPoint, Excel, Word).
• Excellent communication skills in both English and Hindi.
• Strong leadership and team management capabilities.
• Ability to analyze performance data and drive continuous improvement.
• High level of professionalism, empathy, and confidentiality in patient-related discussions.